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Impact you will make
The Senior Customer Success Director (CSD) is responsible for managing assigned clients and supporting all aspects of client management activities. This role is accountable for customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The Senior CSD will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their clients.
What you will do
Meet and exceed quarterly and annual client revenue targets
Comply with renewal process and meet or exceed annual renewal targets
Identify growth opportunities within assigned client base
Secure and increase references
Foster high response rate and positive KLAS and Net Promoter survey scores
Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting client expectations, both through frequent onsite meetings and remote client management
Negotiate and manage complex escalated states of communication
Capture and track client value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)
Create an account plan and client growth strategy in collaboration with Sales Executives
Internally document at risk mitigation plans
Provide internal leadership within client success by mentoring and coaching colleagues
Accept responsibility/accountability for responding to all assigned client issues and tasks. Takes full responsibility for the account in client satisfaction, communication, and when needed, escalation
Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
Identify opportunities for operational and process improvements related to utilization and integration
Manage all renewals and accurate listing of contract expiration dates and notification requirements
Protect existing revenue and conduct monthly analysis of revenue variances
Serve as internal escalation point for issues regarding a client’s contract or invoices
Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks
What you will bring
Bachelor's degree
8+ years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in healthcare SaaS based technology companies or in the RCM function of a hospital
3+ years of healthcare industry knowledge, specifically revenue cycle management
Executive presence and presentation skills
A rich history of growing customer happiness, adoption, and retention
Confirmed ability to drive continuous product value
Experience developing product use cases with customers
Proactive self-starter. Autonomy and ownership of territory. Hustle
Collaborative team player. Quick learner
Ability to play a key role in client satisfaction and performance
Work autonomously, independently and as part of a team for collaboration
Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
Experience interfacing with both internal team members and external clients, as part of a solutions-based team
Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
Travel: Up to 40-60%
What we would like to see
Knowledge of FinThrive products and services or competitors
Experience using Salesforce & Gainsight
Involvement with HFMA
FinThrive’s Core Values and Expectations
Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations
Physical Demands
The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Statement of EEO
FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service and Other
Industries
Hospitals and Health Care
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